B2B Customer Service and Support Software Blog offers customer service tips for B2B help desks and customer support. TeamSupport is a web based, enterprise class customer support management system designed for B2B technology companies as well as organizations providing external customer support.
Many businesses are looking for new ways to improve and strengthen their own customer relationships. They’ve hired a great team of account managers, have incredibly knowledgeable support agents, and have provided them with the technology needed to succeed.
However, even with a group full of all-stars, getting new employees up to that same level quickly can be a challenge as a company grows. This is especially true in customer support, where information often needs to be accessed immediately to solve critical issues to substantial business problems.
In the past, companies used tiered support models which created an area to “hide” new agents in a company. They would assign these rookies to the lowest tier possible, working within only a single area of support (i.e. software log-in issues). If an issue outside of their tier hit the ticket queue they manage, it was forwarded on without a thought. Over time, these new agents would slowly transition to higher tiers as they acquired knowledge.
However, the tiered support model is dead. Companies now leverage support technology to collaborate in real time, where newer agents no longer pass on difficult tickets but instead work together with a senior agent to resolve the issue together. This enables the new agent to not only learn how to resolve this issue, but also provides an example of professionalism and respect put forth by the senior agent.
Even though a collaborative model works well for training new support agents, letting agents fumble around with low tier tickets doesn’t make a smooth transition. It's critical to incorporate a process for learning the support software itself. A sophisticated customer support software solution is very powerful, but it can’t be utilized to its full potential after only an hour-long training session.
That’s why companies with established support software, even if they were provided with great onboarding support, often pair their support technology with a learning management system (LMS). To keep it simple, an LMS specializes in training employees digitally on a specific topic, at their own pace and on their own time.
Here are a few reasons why combining the two technologies when needed makes sense:
- All training materials are consistent and sequential – In training new employees, management often learns that not all training sessions are created equal. One trainer may emphasize chat support more, whereas another may ignore it entirely. An LMS standardizes this process by providing a framework so all new employees are learning the same information and it’s being taught in a way that makes sense.
- LMS technology reduces training costs – Getting a new round of in-person support training from your software provider may make sense if you’re hiring in bulk. But, if you’re just replacing a team member occasionally, having them run through an LMS program on how to use your support software may be a more cost-effective choice. It’s a great way to build core knowledge on a topic without needing senior employees to create slides and lead extensive training on the basics.
- It’s an ideal solution to “fill time gaps” with new employees – Simply put, new support employees who aren’t working with customers are a sunk cost. On top of this, they often have hours during the day in between other tasks (i.e. listening in on calls) where there isn’t much for them to do. Especially if your company has no dedicated training team, an LMS can be a key “fall back” resource for a manager to keep in their back pocket. Reviewing LMS content is a perfect task to keep a new employee busy in a worthwhile activity so the manager can finish helping a customer with a critical issue.
To summarize, combining a learning management system and customer support software makes more sense than ever before. It’s ideal for storing training manuals for support technology and how it applies to your business. If your team needs to train employees regularly on the unique ways your business leverages its highly customizable support software, an LMS is a great way to do so!
In the business world, knowledge is power. A team of bad ass, knowledgeable employees will impress even the most difficult customers. However, finding the right people to build a team like this isn’t easy and can take a lot of time.
In many companies, knowledge is acquired through direct experience. A senior employee that has been working on a product for a long time will know it inside and out. But, as a result of everything they know, they can often feel overburdened or overworked. They become the “go-to” person for the product, and even though new employees may appear to be a remedy for the taxing position they are in, sometimes they can make the situation worse. In-person training on complex subjects is exhausting and there’s no guarantee the new employee will stick around for good after the training has been completed. Even worse, should the senior employee leave, all knowledge is lost forever.
Instead of continuing this convoluted “pass the baton” training strategy that’s high risk and low reward, more companies are transitioning training and knowledge into digital assets. Compiled together, they create a “knowledge management solution”, or a repository of digital information for both internal and external (customer) use as needed.
Why does this change make sense? Here are three ways knowledge management solutions create happy employees and customers:
1) It improves communication with internal employees – In the introductory example, one employee had too much knowledge and a tough time sharing it all with new and existing team members. With a knowledge base (the core piece of a knowledge management solution), this issue can be alleviated. One way for busy professionals to convey knowledge is to have them do a “lunch and learn” with a content specialist where they discuss a specific topic. The specialist takes notes and creates a piece of knowledge base content for the senior employee to review. After some edits, information about the topic is pushed live on the knowledge base for everyone to see and utilize as needed. This provides support agents with access to the information in real-time (through the knowledge base) so they can solve customer issues faster.
2) Customers can find answers on their own time – You can see how knowledge base solutions impact teams internally, but they can also stop customers from submitting a ticket altogether. A solid knowledge base with excellent content is a cornerstone of any good ticket deflection strategy. By placing the content to solve problems directly in the hands of your customers, not only can they avoid creating a ticket, but they can also find a solution whenever and wherever they want to. Knowledge base solutions are online 24/7, making customers happy as they don’t need to conform to a schedule or wait for a response to get a simple answer.
3) Businesses can identify which methods of sharing knowledge work best – The last point is less about content distribution and more about the value a knowledge management solution provides behind the scenes. Every page within a knowledge base can be fully tracked and tested to get a better understanding of what customers want. For example, a business can run two different variants of the same knowledge base article (one with a video and one without) to see what their customers prefer. If they notice a decline in support requests by customers who visit the video variant of the article, this lets the business know that they should consider investing in additional video content in the future.
To summarize, knowledge management solutions create happier employees and customers because they improve the level of communication for everyone. Responses from support agents are faster and more comprehensive, and customers will be less likely to submit a ticket in the first place with so much information online. Knowledge bases are also great information hubs for better understanding which types of content work best with customers. Take the information burden off your senior employees and build up your knowledge base technology today!
Landing new customers is a hell of a lot of work for B2B (business-to-business) software companies. Even the easy deals require extensive brand awareness efforts, targeted marketing, testimonials, sales conversations, proposals, and so much more.
If there’s so much effort put in to acquiring a customer, then why do so many businesses stop caring once the deal is signed? Customers tend to expect the amount of attention they received during the sales process to continue once they sign on the dotted line. Too often however, they are let down when software training begins and ends with a single meeting or session.
There is good news though! More companies are starting to understand the value of properly onboarding customers (addressing pain points, guiding setup, on-site tutorials, etc.) and providing more attention as needed to their new customer base.
Here are a few reasons why SaaS customer onboarding is seeing a surge in popularity and why it’s valuable to software companies:
Good onboarding reduces customer churn – Simply put, providing an inadequate onboarding experience increases the chance that customers will leave your business. You want them to become invested in your business, and the best way to do that is by encouraging (and sometimes hand-holding) customers to learn about your software. If there’s time invested, customers are less likely to walk away.
It reduces the amount of support inquiries – Customers who aren’t provided with a solid onboarding experience will have lots of questions. And, guess who answers them? Your SaaS customer support team. While it’s important for a customer to become familiar with how your support process works, answering the same basic questions over and over has a significant negative impact on internal morale. Customer support software solutions can help to streamline simple requests via chat and self-service technology, but properly onboarding customers will eliminate the need to answer these questions altogether.
Great onboarding encourages internal training – It should come as no surprise that new customers usually enjoy learning from their colleagues more than you. They are often more available to answer questions and can also do a better job relating how the software works within the company’s broader operations. That’s why properly onboarding a small group of people from the start to be the “champions” of your software for the company makes the most sense. If they go through a great SaaS onboarding experience, knowledge will spread naturally as needed throughout the entire company. It also isn’t a bad idea to have another onboarding session in the future if key customer contacts with knowledge of your software have recently left to pursue a new opportunity.
It enables customers to provide better product feedback – The more your customers know about your software, the better! When SaaS companies ask for feedback, uneducated customers will provide simple phrases such as “make it faster” or “change the color”. This isn’t helpful information at all. But, if your customers understand your software, you’ll notice the level of product feedback will also improve. “Accelerate the report processing speed” and “change the banner color in the Admin area” are just two examples of actionable feedback that educated customers will share. This detailed information is essential in prioritizing how you improve your product.
To summarize, SaaS customer onboarding is valuable to software companies because it improves the overall experience for everyone involved. Customers come away from a great onboarding program full of knowledge and more invested in your technology. SaaS companies will notice a decrease in basic questions reaching support and will see customer feedback improve. Onboarding may look like a “sunk cost” with freshly signed customers, but it’s actually a valuable first step to a great customer relationship.
Creating a solid business case for customer service initiatives has been difficult in the past. There’s still a mindset in the workplace that customer service is a “necessary cost” and that’s it. You need customers to have a business, and they require customer service to stick around. That’s the way the relationship has been viewed for decades.
But, over the last ten years, the dynamic has changed. Why? Because as technology has evolved, so has the way businesses maintain relationships with customers. One method, the customer service system, can provide the ideal foundation for great customer relationships. However, not all systems are created equal, and proving the ROI of the right system to company leadership is critical to getting the correct foundation in place.
With all of this said, let’s look at the two key factors in proving the value and ROI of a customer service system – how it saves time and how it saves money.
How a customer service system saves time
- Faster customer communication – Modern customer service is more than just phone and email. Live chat is powered by the right customer service system and saves time for both customers and employees. With so many channels, simple questions are often asked over chat instead of clogging up the ticket queue. This means agents focusing on tickets don’t need to sift through simple requests to locate the issues that require immediate attention.
- Efficient internal collaboration – The right customer service system makes it easy to work with colleagues on complex issues and solve them quickly. Private actions are a great benefit and can be made directly within tickets using the system. This lets internal conversations stay in the ticket area (but customers can’t see them). In addition, sophisticated reporting provides visibility into what agents work the fastest with specific customers while also keeping them happy.
- Tracks products and inventory – Improved collaboration is great, but sometimes agents have routine product info requests that slow down their day because they take hours instead of minutes to complete. Within an optimal customer service system, product and inventory information is stored in real-time so agents can get the information they need right away.
- Decrease in total ticket volume – A modern customer service system enables companies to provide 24/7 digital solutions including self-service and wikis so customers can answer their own questions. This tactic is ideal for improving ticket deflection rates (reducing the total number of tickets your team receives). This means fewer agents are needed to work tickets.
- Automatic ticket routing – Many customer service teams have a “gatekeeper”, or someone who reviews every ticket that comes in and manually assigns them to the right agent. With a customer service system, the primarily responsibilities of this role can be accomplished through ticket automation. This means the resource allocated to assigning tickets can be transitioned to another, more productive, role in the company.
- Improved customer understanding – With all of the capabilities and information stored in a customer service system, your business can learn more about customers to reduce churn. Built-in solutions monitor real-time customer distress and sentiment based on multiple factors (ticket tone, ticket close times, etc.) to let you know when that extra effort needs to be made with an at-risk customer to save the relationship.
In short, proving the value and ROI of a customer service system is easier than ever before. The system saves time and money in multiple ways, ensuring it will have an immediate impact on a business.
Customer support can be a challenge. Especially in the B2B (business-to-business) industry, the quick decisions your support team makes can have a profound impact on a customer relationship. Whether or not they make the right decision on the phone can be the difference between calming an upset customer or making them even more angry.
One method businesses are utilizing to improve the number of positive customer interactions that happen every day is to leverage customer support systems. Here are five reasons why these systems are essential to great businesses and why they are now a core component of many support operations…
1) Customer information storage – With so many information sources now capturing customer information, your team needs a system to store all this data. Jumping between several systems is time consuming and inefficient. Instead, leverage a centralized customer support system that houses all customer information and utilizes support integrations to share this data with other systems and the greater team.
2) Improved communication – If you aren’t working within a customer support system, it can offer many ways to improve how you work together with colleagues. It’s time to retire swapping spreadsheets and email! Instead, a customer support system provides sophisticated ticket management features including both public and private ticket actions. This lets you have internal conversations directly within a ticket without the customer ever seeing it.
3) Detailed customer insights – Another negative of the spreadsheets and email combination is that they don’t provide actionable data for your business. in contrast, a customer support system is built to track inquiries at both the customer and contact level. This enables powerful reporting capabilities so you can determine the happiness of your customers as well as how much effort your team puts into each customer relationship.
4) Additional communication channels – Email and phone support, should you offer both, is now considered to be a bare minimum for a functioning support team. Adding in live chat and self-service channels via your customer support system will not only increase customer happiness (more ways to contact you) but also reduce ticket volume. Although some channels like self-service take time to create and set up, they enable you to provide a form of 24/7 support without breaking the bank.
5) Increased employee morale – The nature of support professionals is that they enjoy helping customers solve their problems. Providing a great resolution to a customer issue isn’t just a win for your business, it’s a win for them personally and for your support culture. Make these moments more frequent and reduce employee frustration by implementing a customer service system. You’ll notice employees will be happier when they spend less time hunting for the right information and more time solving problems.
In short, customer support systems are essential to great businesses because they completely change internal and external processes. Customers are happier because they have more ways to contact you and get better responses. Employees enjoy the systems because they make work easier and they can focus more on customer relationships. Simply put, these systems are the backbone of any great business!
The facility management industry is unique. You’ve got customers with all different types of buildings and a wide array of needs and demands. This means there’s isn’t a “blueprint” for how to deal with customer issues as they arise.
Fortunately, B2B customer support software exists to help! Here are a few reasons why facility management leaders need support software to optimize their operations…
Software makes it easier to keep track of issues at multiple facilities – With a customer support software solution, the days of tracking and forwarding emails are over. Instead, all communication about a specific facility can be tagged within the software so you can see everything that is happening at that building in an instant. This technology is also great for organizing communication with third-party trade professionals that work on the facility to ensure everything is in one place.
You know exactly the specific business products that are at each facility – When leveraging a customer support software solution that includes product and inventory tracking, it’s easy to keep this information directly aligned with customer communication. Instead of switching systems to find product specs or dig through old emails, you can quickly obtain information about a circuit breaker or HVAC unit directly within your support software. In addition, your support team can easily reference your product information to prevent trips to buildings just to obtain a model or serial number.
You’ll have a searchable log of information about your facilities – Remember that time years ago you had the south wing of a customer building rewired because it didn’t pass inspection? Probably not. That’s why it’s essential to have B2B support software that tracks in detail the issues and work that has happened in a facility over the years. You can transfer in old information right from the start, and then over time as you use the software everything will be stored automatically. In addition, all information is easily searchable within the software, so entering a query for a customer’s name and “rewiring” will bring up relevant results right away. It’s a great way to retain vital information that’s too often lost in the email accounts of past employees.
Automate communication so specific inquiries go to the right person – In the past, facility management companies needed to have a “gatekeeper” that routed issues to the right people. With customer support software, most of these responsibilities can be dealt with via an automated ticketing system. For example, issue requests containing a specific customer name will be automatically sent directly to the people who work on that account. Or issues containing “plumbing” in the title will be sent in real-time to the team that handles those issues. This saves time for everyone involved and helps your team resolve customer issues faster.
In short, facility management leaders need B2B customer support software because it increases efficiency and enables quick reference to successful solutions that have worked in the past. This type of software is a great match for the industry and more companies will continue to utilize this technology in the coming years.
There’s an old saying – “the squeaky wheel gets the grease” – that sometimes rings all too true for customer support teams. When prioritizing support inquiries, there’s a hierarchy of channels. Email sits at the bottom, with response times ranging into hours or even days. Chat is somewhere in the middle, with customers expecting a response in a few minutes. Phone support sits at the very top. It’s common for customers to call in and expect to speak with a real person right away. If they’re left on hold, it’s a frustrating experience that contributes to driving customers away from a business.
To counteract the negatives of offering phone support, more companies are dropping it altogether as communication increasingly shifts to digital channels. But is this a good idea? Let’s take a closer look at the cases being made for and against phone customer support in the modern workplace.
Reasons why you should ditch phone support
Lower technology costs – While some standard phone trees have been replaced by VoIP (Voice over Internet Protocol) networks, there are still technology costs involved. Companies still need to supply headsets for agents and either employ network admins or directly outsource their phone networks.
Fewer unpredictable support scenarios – Companies often want to ditch phone support because of its high volatility. You never know what to expect when you pick up the phone and it can create negative situations where less experienced agents are “out of their league” with complex issues.
Full text logs of every customer conversation – This can be an important reason to stop phone support if you work in an industry that regularly works with extremely sensitive information. With all support conversations documented in text, it’s easy to identify if certain agents are not handling information in a secure manner.
Reasons you need to KEEP phone support
Removing phone support doesn’t look good, especially for business customers – Companies that don’t provide phone support come off as unapproachable, especially in the B2B (business-to-business) industry where relationships matter. If a customer can’t call you when something urgent happens, they may question doing business with you.
Fewer customers will let you know how they feel – On the surface, fewer customer conversations seems like a good thing. They all must be happy, right? Not exactly. By not offering phone support, you are pushing customers to other channels where they may not prefer to communicate with your business. This can lead to situations where customers put off reporting a small issue because they can’t call you and it turns into a major problem over time.
Can’t quickly solve complex issues (higher payroll costs) – Trying to solve complex customer issues over email and live chat can be a painful and time-consuming experience. A problem that could have been solved in a half hour over the phone could take weeks over email. Not having phone support may save technology costs, but unless your company deals exclusively with simple issues, these savings often don’t outweigh the increase in payroll costs.
Increased probability of customer churn – Another major drawback of having long issue resolution times without phone support is the drastic increase in customer frustration. While customers leaving your business over poor support may be an expectation in the B2C (business-to-consumer) world, it’s unacceptable in B2B where losing a single customer can make or break a company’s fiscal year.
Automation and AI will reduce phone support efforts – It’s already started, but over the next ten years many companies will be deploying advanced automation and AI capabilities that will be able to resolve many traditional phone support issues with minimal effort. Why abandon phone support and get your customers used to not calling you when you’ll want them to call again in the near future?
In summary, while there are some reasons why ditching phone customer support is a smart decision, there are also many drawbacks. At the end of the day, it really depends on the needs of your business. For example, if your team is working with order requests via a form that provides all the information they need, phone support probably isn’t necessary. However, if you’re a B2B software or IT company working through complex issues, you'll want to keep those phone lines open!
A company website is important to any business. It’s your face and first impression to all different types of people – prospects, investors, researchers, and more – and putting the right content in front of the right role makes a difference.
One role that falls into the “and more” category that isn’t prioritized often, but should be, is customers. With so many businesses increasing their emphasis on customer success (doing everything you can to ensure customers are successful with your business) and retention, altering your main website for customer use is a great tactic to help ensure they remain happy with your business.
With this said, here are a few tips on how to optimize your main company website to focus on customer success…
Make sure to include multiple ways for customers to contact you on each page – Provide information and ways for customers to contact you throughout the site! It’s amazing how many companies don’t do this. Links to a contact form or self-service site in the header or footer, and even a phone number if that’s a common form of communication for your business, are great additions for your customers. It also presents your business as more approachable to prospects, which is a nice bonus.
Provide self-service links before and after the contact form – First off, if you don’t have a contact form on your main company website, get one right away. These links accompanying the form are a type of ticket deflection, or a way to help customers solve their issue on their own time. You can really impress here with customer success software forms that identify keywords that the customer is typing and suggests relevant self-service content (links, videos, etc.) in real time.
Alter core site code as needed when sales technology doesn’t make sense – Too many business leverage sales technologies, such as a chat tool built for lead generation, directly on customer success areas of a website (knowledge base, wiki, etc.). Don’t do this! Not only is it a bad experience for your customers to need to go through sales when an issue occurs, it’s also wasting valuable selling time. Instead, use the chat technology provided by your customer success software in its place to ensure any and all issues reported on these site locations go directly the right team.
Target customers accordingly with powerful CRM technology – Our last tip is more for companies with advanced customer relationship management (CRM) capabilities like Salesforce or HubSpot. Within these technologies are ways for companies to show targeted content to site visitors based on tracking information. For example, leveraging a technology called dynamic content, a customer that has visited your site many times (or is identified as a customer) can have a home page experience focused on new and updated features instead of overly promotional sales collateral. This is a great way to passively educate customers and keep them informed and knowledgeable about your business and product.
To summarize, there are many ways to optimize your website to focus on customer success. The simplest ways are to make sure your contact information and product content is easily available to customers. If you want to get more technical, customizing site elements including chat services and the home page experience for customers can improve their knowledge and relationship with your company. Make sure your website works for your customers too!
“Whoever closes the most tickets by 5PM gets a $50 gift card!”
“5 extra gold stars if you’re able to close 20 tickets today!”
“Every ticket you close is another entry into our iPad drawing on Friday!”
If you’ve ever worked in or been a part of the customer support industry, you’ve likely seen or directly experienced “contents” or “games” like the scenarios listed above. The more formal definition – gamification – is essentially a tactic used by the customer support industry to incentivize agents to reach specific (yet often arbitrary) goals put in place by leadership.
While this tactic may have its place in B2C (business-to-consumer) industries like eCommerce that are flooded with low impact tickets, there’s one area of business where it doesn’t belong. In the high-touch, high-value, and relationship oriented B2B (business-to-business) industry, these gamification tactics simply aren’t a good idea. Below are 3 reasons why gamification is a bad strategy for B2B customer support.
1) Gamification too often rewards speed over quality – In the B2B industry, getting the problem solved the right way is more important than a quick half answer. And, whether companies like it or not, sometimes the right answers take time to obtain. This is especially true in B2B, where agents often deal with more complex problems than their B2C counterparts, and solutions often require involvement from multiple departments (IT, Operations, etc.). Relationships truly matter to B2B companies, where losing a single customer can make or break a fiscal year. Putting the fate of valuable customers in jeopardy with poor agent responses because they're prioritizing a game just doesn’t make sense.
2) Employees spend more time on games, less time helping customers – Games often happen during crisis situations to incentivize support teams. However, it’s unfortunately common for the game to be the focus of both leadership and agents instead of assisting customers. As a result, managers spend time administering games that instead could be used to empathize and solve problems with difficult customers. Mimicking their leadership, agents often follow suit and focus too much on games as well. They often daydream of ways to “hack” the game to ensure they win or get what they want, such as cherry-picking tickets they know they can close easier. The result of this tactic is terrible customer support as the severe, complex issues just sit in the ticket queue for longer and get worse. As an alternative some companies prefer to gamify ratings instead of tickets closed, but this tactic shifts the problem instead of solves it. For example, agents can choose to work on tickets for customers that they know will rate them well and leave more difficult customers for their colleagues. If there’s a gamification system in place, some agents will think of and prioritize a way to “stack the deck” so they are more likely to win. The game, not customers, come first to these agents and their methods often spread to other agents.
3) Relying on gamification can drive away good employees – Playing a game may seem fun on the surface, but often it’s a signal that a business needs to incentivize people to work with customers. This is a bad sign for a business both internally and externally. B2B companies that rely on gamification to motivate customer-facing employees often do so because their normal system of work is broken. Maybe they are understaffed, or they don’t have the right customer support software solution to properly do their jobs. Regardless, playing games to incentivize customer support work on a regular basis indicates a dysfunctional system and culture. Team members will learn this over time, and even some prospective employees will see a company’s reliance on games and throw up a red flag as they research and interview with the company.
To summarize, gamification is a bad strategy for B2B customer support because it takes the focus off the customer. In an era of business where companies are doing everything they can to boost customer retention rates, why would you want a critical team like support to be less involved, interested, and engaged with how your customers interact with your business? Gamification just isn’t a good fit for B2B customer support teams. Relationships with customers matter too much in this industry and great agents know this, which is why focusing on games will never attract the talent needed in this area to make a difference.
It seems like all areas of a business now rely on software in some way. There is payroll software for Accounting, lead nurturing and CRM for Sales, and customer service for the support team to resolve customer issues. All these systems are great, but in this modern era of business how do companies communicate internally with so many different technologies?
The answer is integration, which is a direct information link between two different software systems to share data. For example, a common integration is between sales and customer service software systems to share customer information (name, company, email, etc.). These integrations can range from sharing only a couple of fields every hour to almost instantaneous connections monitoring thousands of data points.
So, why are these integrations essential to success? Here are the reasons…
They save time and money – While there is often an up-front cost and resource investment associated with creating customer service integrations, especially if they are very complex, in the long-term they are highly valuable to a business when executed properly. Gone are the days of manual information requests between departments; instead all applicable information is available at the fingertips of every employee. Some companies choose to leverage a single piece of software (usually customer service or sales) as their “information hub” that all integrations run though and where everyone has an account. By funneling all your integrations through one place, all the up-front work pays off in a major way by significantly increasing employee productivity.
Great integrations mean less information gets “lost in translation” – We’ve all played a game of “telephone” in our corporate lives. We ask a colleague for a customer service report, who then asks another colleague in a slightly different way, and then they ask someone else. Before you know it, the information you get isn’t at all what you asked for! Then you need to navigate this complex tree of knowledge just to get what you really want. Integrations solve all these issues by providing employees with a plethora of information so requests don’t get unnecessarily complicated or misunderstood.
Technology that works together improves morale – As you can imagine, navigating a work place scenario like the one above to acquire information isn’t an experience that excites someone. Empowering employees to obtain their own information from a software system they know and prefer is a great way to improve your customer service culture. It results in employees spending more time doing the work they were hired to do instead of chasing colleagues around for the basic information they need. This empowerment also means employees will generally elevate and improve their work as well, which is awesome for improving the morale of your customers too. After all, happy employees = happy customers!
To summarize, customer service integrations are essential to success because both the company as a whole and its employees win in a major way. Integrations not only improve the bottom line, they also make employees more productive and happier. Mastering integrations within your company will create an environment for success that your competitors will envy.